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HDI QQ0-200 Exam Syllabus Topics:

SectionObjectives
Troubleshooting Techniques- Analytical problem solving
  • 1. Information gathering
  • 2. Solution verification
  • 3. Hypothesis development and validation
Incident and Problem Management- Incident handling process
  • 1. Root cause identification
  • 2. Escalation procedures
  • 3. Incident classification and prioritization
Customer Service Excellence- Customer communication
  • 1. Managing customer expectations
  • 2. Professional interpersonal skills
  • 3. Active listening
Help Desk Operations- Service desk processes
  • 1. Call management
  • 2. Knowledge management
  • 3. Ticket lifecycle management
Teamwork and Leadership- Team effectiveness
  • 1. Collaboration and mentoring
  • 2. Conflict resolution
  • 3. Continuous improvement
Help Desk Technology and Support Environment- Support infrastructure
  • 1. Call logging systems
  • 2. Support technologies and automation
  • 3. Telephony and communication tools

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